RFP Response - Santa Rosa - Granicus

Proposal

Computerized Maintenance Management System / Enterprise Asset Management System Consulting Services

City of Santa Rosa, California

April 14, 2016

Submitted by SoftResources LLC

Contact: Spencer Arnesen, CPA, Principal 425.216.4030

[email protected]

mailto:[email protected]

http://www.ci.santa-rosa.ca.us/

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EXHIBIT A

www.softresources.com | Page 1

SoftResources LLC 11411 NE 124

th Street, Suite 270

Kirkland, WA 98034-4341 425-216-4030 www.softresources.com

April 14, 2016 Ms. Lori Urbanek, Supervising Engineer City of Santa Rosa Water Department 69 Stony Circle Santa Rosa, CA 95401 Dear Ms. Urbanek and Team: SoftResources LLC is pleased to present this proposal to the City of Santa Rosa, California (City) for Request for Proposals (RFP) for Computerized Maintenance Management System (CMMS) /Enterprise Asset Management (EAM) Consulting Services. SoftResources offers the expertise and proven methodology that will help the City to analyze its current systems and identify requirements that will assess the gaps that exist with the City’s current outdated Hansen 7 CMMS, present capabilities of modern CMMS/EAM solutions, and conduct selection for a new system that will meet the City’s business needs and goals. SoftResources has demonstrated for 21 years that we are reputable and experienced in software assessment, selection and implementation for government entities. We are independent of software vendors, implementers, and developers and do not receive compensation from software vendors for our recommendations. We will not use any sub-consultants for the services outlined in this proposal. SoftResources customizes our services to each client; we will work in tandem with City staff expertise that know the utility, its business processes and its needs and allow for City participation throughout the selection process. The level of participation can be scoped with the City to best meet its needs and support the day to day work responsibilities of City-staff. Spencer Arnesen, Principal, has the authority to execute contracts on behalf of SoftResources and is the main contact for this proposal at 425.216.4030 or [email protected]. SoftResources looks forward to the possibility of working with the City of Santa Rosa. The pricing and services in this proposal shall remain valid for up to 90 days from April 14, 2016 due date. Sincerely, Spencer Arnesen, CPA Principal SoftResources LLC

mailto:[email protected]

Proposal for City of Santa Rosa CMMS/EAMS Consulting Services


Scope of Services Based on the RFP, the City expects the following departments to be included in the CMMS/EAMS project: Water, Transportation and Public Works, Parks and Recreation, Parking, Fire, Finance.

Project Approach and Methodology

SoftResources recommends the following approach for the City’s CMMS/EAMS project. It is organized by phase along with associated tasks and deliverables and an estimated time effort. Some common tasks within different phases may be performed concurrently. Upon further discussion and insight about this project, the City and SoftResources may agree upon changes to this Work Plan.

Phase 1 – Project Initiation SoftResources will work with the City to set up and kick off the project to ensure the project is successfully managed through completion and goals and objectives are met. 1.1 Project Plan Estimated Timeline: 2-3 weeks SoftResources will work with the City to refine and finalize the Project Plan that will govern the project. The following specific items will be addressed via teleconference:

a. Team introductions. Conduct Project Team introductions and collect contact information.

b. Scoping and Planning. Coordinate with the City to discuss and align expectations for the contracted scope of work, drivers and objectives, resource availability and constraints. Refine the Project Plan and Schedule, milestones, deliverables, resources and responsibilities, and communications plan.

c. Project Plan and Schedule. Update project plan with City input and finalize the Project Plan and Schedule (based on our templates) and provide updated versions to the City throughout the project.

Deliverables: Project Plan and Schedule 1.2 Project Management Estimated Timeline: Life of Project SoftResources will manage the Project Plan and Schedule and maintain project related communications with the City via email and teleconference. Status updates will coincide with major milestones and deliverables over the life of the project to update on progress and will occur at a minimum of bi-weekly. Deliverables: Project Status Updates Phase 2 – Asset Management Presentation Estimated Timeline: 1-2 weeks



SoftResources will work with the City Project Team to develop a 20-minute general overview CMMS/EAMS presentation as follows:

2.1 Develop Asset Management Presentation. Based upon our experience with recent evaluation projects and knowledge of CMMS/EAMS vendors, SoftResources will work with the City Project Team to prepare a 20 minute PowerPoint Presentation that will educate City personnel about the opportunities available in modern CMMS/EAMS applications. This presentation may include:

Introduction to SoftResources and Overview of Approach and Methodology Overview of key CMMS/EAMS functionality in modern EAMS solutions Best Practices discussion Question and Answer session

2.2 Presentations. Work with the City to schedule key users from all participating departments to participate in the Asset Management Presentation on-site in City offices. SoftResources will present, facilitate discussion, and answer questions staff may have. We anticipate 45 minutes for each session, but will work with the City to scope and finalize the presentation to the Steering Committee and seven departments. SoftResources will develop this session to be instructive, collaborative, team building and promote change management and team buy-in. All presentations will be given the day prior to the three days of Phase 3 – On-Site Workshops. Deliverable: Asset Management Presentation (20 minute PowerPoint presentation) Phase 3 – Requirements Analysis and Needs Assessment SoftResources will review the City’s CMMS/EAMS requirements, systems environment and business processes through a series of On-Site Interview Workshops. Estimated Timeline: 4-6 weeks 3.1 Pre-Workshop Preparation SoftResources will work with the City to set up staff interviews as follows:

a. System Documentation Review. Review existing City documentation to familiarize ourselves with the City and its current CMMS/EAMS environment. The type of documentation that supports this review may include: requirements data, organization charts, annual and strategic plans, current system diagrams, existing workflow documentation, commissioned reports, etc.

b. Identify Workshop Participants. Work with the City to identify staff who should attend the workshops. Participants will include the City’s Project Team, stakeholders, executive management, IT, technical staff, department heads, key users, subject matter experts (SMEs), etc.

c. Develop Workshop Schedule. Work with the City to develop and finalize a three-day Workshop Schedule (12-18 sessions, each lasting 1-2 hours).To allow for collaboration across the City, sessions are scheduled by department (e.g., Water, Transportation and Public Works, Finance, IT, Fire, etc.) and by function/module (e.g. Asset Record, Preventative Maintenance, Work Orders, Project Accounting, etc.).



d. Prepare Workshop Memo. Customize our Workshop Memo template that will be used to invite City personnel to the workshops. The Memo will provide pertinent questions to help prepare attendees to discuss their area of expertise and core responsibilities.

Deliverables: Workshop Schedule Workshop Memo

3.2 On-Site Workshops SoftResources will travel to Santa Rosa, California to conduct and facilitate three days of scheduled requirements interviews (12-18 sessions). Using interactive-style interviewing, we will gain input from staff during live workshop sessions and collect and record data about the City’s CMMS/EAMS systems environment and user needs as follows:

Interview users across the City to capture how the current system is used, strengths and weaknesses, functional and technical requirements, vision for new software.

Observe and document current CMMS/EAMS business practices and processes that may be improved with newer integrated technology

Work with IT staff to analyze current environment, technology initiatives/strategies, vision, etc.

Provide educational insights to the capabilities of modern permit systems and best practices.

Observe and document systems connected or needing connection to CMMS/EAMS.

As needed, conduct follow up calls with personnel for clarification and additional details. 3.3 Requirements Definition SoftResources will identify the key requirements unique to the City that will be used to evaluate the vendors and prepare the Key Functional and Technical Requirements document as follows:

a. Define Key Requirements. Using the Requirements Interview notes, review of City documentation, and our experience, SoftResources will identity and prioritize the City’s key requirements that will include functional, technical, general system needs, implementation, business processes, peripheral systems interfaces/integration, etc. This Key Functional and Technical Requirements document is in table format and purposefully kept to 5-10 pages to optimize the software decision process. Requirements will be ranked (e.g., R=Required, I=Important, N=Nice to Have, or E=Explore).

b. Finalize Key Requirements. Email the City the draft key requirements document for review and input. Set up a teleconference with the City to discuss the City’s edits and input to ensure the requirements are accurately conveyed. SoftResources will edit the document with City feedback and finalize the Key Functional and Technical Requirements document. The City will give final approval. This document will be sent to the vendors and used to evaluate vendor options for best fit.

Deliverables: Key Functional and Technical Requirements Document



3.4 Needs Assessment SoftResources will analyze the data collected through interviews, conduct additional research and develop the CMMS/EAMS Needs Assessment report. The Needs Assessment will include the following: a. CMMS/EAMS Overview. A high-level overview of the purpose and functionality of an CMMS/EAMS

software solution in a City environment.

b. High Level Business Process Observations and Recommendations. Based on the interview notes and our knowledge of CMMS/EAMS best practices, SoftResources will identify key current business processes/controls that are not working well, and make high-level recommendations for improved business processes in table format. These recommendations will include general improvements that can be realized by utilizing the best practices offered by CMMS/EAMS software vendors. However, the final processes actually implemented will depend on the best practices of the software solution selected in order to reduce implementation cost and complexity.

c. System Map. Prepare a system map that identifies the major systems that interface or will need to interface with new CMMS/EAMS solution.

d. Conclusions. SoftResources will make conclusions regarding the CMMS/EAMS situation at the City and key considerations for the selection and implementation of new CMMS and/or EAMS software.

3.5 CMMS/EAMS Assessment Report SoftResources will prepare an executive level report and present the findings to the City. SoftResources will perform the following tasks: a. CMMS/EAMS Assessment Report. Compile the results of the assessment analysis into a written

CMMS/EAMS Assessment Report (10-15 pages) and deliver to the City via email. At this time we expect that the report will include the following (this may be adjusted based upon discussions with the City and the results of the research):

CMMS/EAMS Overview City of Santa Rosa Key Functional and Technical Requirements High-Level Business Process Observations and Recommendations (table format) CMMS/EAMS System Interface Map Conclusions

b. Assessment Presentation. Prepare a PowerPoint Summary of the CMMS/EAMS Assessment Report

findings, present on-site in Santa Rosa, and answer any questions the City may have regarding the report contents.

On-site interactive-style interviewing promotes:

Accuracy in defining requirements unique to Santa Rosa.

Staff collaboration and team-building consensus.

Break down of department silos.

Education about capabilities of modern CMMS/EAM solutions.



Deliverables: CMMS/EAMS Assessment Report Assessment Presentation Phase 4 – RFP Process SoftResources will work with the City to develop an RFP for ERP software that represents the City’s business needs. Our methodology encourages vendor participation. Estimated Timeline: 3-4 weeks + 4 weeks for RFP solicitation 4.1 Develop RFP SoftResources will develop an RFP for CMMS/EAMS software. Specifically, SoftResources will perform the following tasks:

a. Prepare RFP Draft. Beginning with our forms-based RFP template we will prepare the RFP draft. We will work with the City to incorporate its purchasing requirements and include the Key Functional and Technical Requirements document. The RFP is organized to allow for consistent and effective evaluation of vendor responses. Information requested includes: vendor information; cost for software, maintenance, implementation, and training; implementation methodology and team; vendor references; and other information pertinent to the software evaluation process.

b. City Review of RFP Draft. Deliver the draft RFP via email and teleconference for review and feedback from the City. SoftResources will finalize with City feedback and return the RFP to the City for final approval.

c. Create Vendor Long List. Create the Vendor Long List of potential CMMS/EAMS vendors using the City’s key requirements and our experience. The purpose of the Vendor Long List is to foster vendor participation. Vendors on the long list will be notified of the City’s RFP (this is in addition to the City’s standard practice of advertising RFPs).

Deliverables: RFP for CMMS/EAMS Software

Vendor Long List 4.2 RFP Management The City will issue the RFP according to its purchasing requirements. SoftResources will work with the City to prepare for and assist with the facilitation of a pre-bidders’ conference. We will offer guidance in providing a standard methodology for question and answer addenda (the City will answer vendor questions as they are in the best position to respond), and act as a liaison between the City and the vendors throughout the RFP solicitation. We recommend the City allow the vendors at least four weeks to respond. Phase 5 – Vendor Analysis SoftResources will review RFP vendor responses and work with the City to make a Short List Recommendation of approximately three solutions. Estimate Timeline: 4-6 weeks



5.1 Vendor Evaluation The City will receive the RFP vendor proposals and provide one hard copy and one soft copy to SoftResources. SoftResources will perform an initial review of the vendor proposals and make a determination as to which vendors should be elevated to the next step in the review process as follows:

a. Initial Review of Vendor Proposals. All proposals received by the City will be reviewed and vendors who do not meet the City’s RFP requirements will be eliminated. Key components of the initial review include:

RFP Compliance Vendor Experience with Similar Entities Cost Estimates for Software, Implementation and Training Implementation Team City Specific Requirements

b. Detailed Vendor Analysis. Based on the initial review of the proposals we will continue to evaluate

the remaining proposals through direct contact with the vendors to discuss their fit to the City’s key functional and technical requirements. We will work with the City through this process to ensure our analysis is in sync with City requirements and business objectives.

Direct vendor discussions include detailed phone conversations with vendor development and technical personnel to validate and clarify the information provided by the vendors in their proposals. Vendor viability, key requirements fit, costing and implementation assumptions are all discussed. These one-on-one discussions with the vendors is the best way to mitigate the risk of inaccurate assumptions about the requirements and the vendors’ answers, and to gain added insight into the vendor’s software, culture and viability.

5.2 Short List Recommendation SoftResources will identify a recommended Short List of approximately three vendor solutions that can be elevated to the next step in the evaluation process. The City will review and make the final determination of the Short List vendors. Components of the Short List Recommendation include:

a. Short List Vendor Comparison Chart. This document outlines in table format the strengths and weaknesses and fit/gap of the Short List vendors in a side-by-side comparison against the City’s key functional and technical requirements. It also contains important information obtained through direct vendor conversations. The Short List Vendor Comparison Chart is a valuable decision tool, and will aid the City as it prepares for software demos and final decision.

Benefits of conducting detailed vendor discussions:

Helps mitigate the risk of misunderstanding.

Validates whether assumptions made about the vendors’ capabilities are correct.

Holds the vendors to a higher accountability.

Bolsters confidence that a strong software fit is achieved.



b. Pricing Analysis. A review of the estimated cost over 5 years for each of the Short Listed vendors in an equalized format.

c. Short List Presentation. Prepare an executive-level PowerPoint document that provides an overview of the project, identification of the Short List and a high level overview of each of the vendors based on the information provided in their RFP as well as the additional information gleaned from the additional due diligence with each of the vendors. We will present via teleconference (this can be on-site at the City’s request, but pricing is not included in this proposal) and answer any questions the City may have regarding the vendor evaluation process. The City will make the determination of the final Short List vendors.

Deliverables: Short List Vendor Comparison Chart

Pricing Analysis Short List Presentation

Phase 6 – Software Demos After the Short List has been approved, the vendors will continue to be evaluated through on-site scripted software demonstrations. The City will be able to see how the software looks and feels, and how the vendor’s software handles the City-specific unique requirements. Specifically, SoftResources will perform the following tasks: Estimated Timeline: 4-6 weeks 6.1 Demo Script and Request for Demo Letter SoftResources will develop a draft Software Demo Script customized to the City’s needs and based on the information gathered through the requirements interviews, business process analysis, and vendor research. The Demo Script enables the City to see how the short listed vendors will handle its critical needs, by module, for all modules included in the scope of the project. We will customize the Request for Demo (RFD) Letter template to invite vendors to participate in the software demonstration process. The letter includes logistics, City contacts, expectations for the demo, date/time assignments, and other general instructions to help them properly prepare for the demo. The City will approve and issue the final Demo Script and RFD Letter to the Short Listed vendors. As we are asking the vendors to prepare a detailed demo, we recommend the City allow the vendors at least two weeks to prepare. Deliverables: Custom Software Demo Script

Request for Demo Letter 6.2 Demo Facilitation SoftResources will facilitate the on-site software demos as follows:

a. Schedule On-Site Vendor Demos. Assist the City to schedule the short listed vendor demos. We anticipate three 2-day vendor demos and a Demo Wrap Up Meeting the day following the final demo. We recommend that the City schedule the live demonstrations as close together as possible for best comparative analysis.



b. Pre-Demo Meetings. Work with the City to set up and conduct Pre-Demo Meetings with each short listed vendor. This will be done via teleconference. The Pre-Demo Meetings provide each short listed vendor with information about the City and answers questions the vendors may have regarding the City’s project or the Demo Script. SoftResources will participate and facilitate the Pre-Demo Meetings via teleconference.

c. On-Site Demos. Attend and facilitate the demos on-site at City offices. We will provide an orientation of the demo process to all attendees. As noted, the length of the software demos will depend on the number of modules included in the scope. At this time we estimate three, 2-day demos, but this may be adjusted based on the needs of the City. Demo feedback from City attendees will be collected and demo analysis provided including:

Demo Feedback. Provide Demo Feedback documents to all attendees who will keep notes and rate the demos. All Demo Feedback documents will be collected by SoftResources at the conclusion of each demo. At the end of each demo day conduct a brief wrap-up with the City’s Project Team to address unanswered questions and discuss the next-day schedule.

Demo Feedback Analysis. Compile feedback collected from the attendees’ Demo Feedback documents and present it at the Demo Wrap Up Meeting.

d. Demo Wrap Up Meeting. The day following the final software demo, SoftResources will facilitate an on-site Demo Wrap Up Meeting (one day) with the City. The purpose of this meeting is for the City to determine the top two finalist vendors. We will discuss the Demo Feedback Analysis, facilitate discussion for the City’s project team to rank the vendors with the purpose to eliminate the lowest ranked vendor(s), answer questions, note follow up items and outline next steps.

Deliverables: Demo Feedback Document

Demo Feedback Analysis Phase 7 – Decision SoftResources will guide the City through the due diligence and final decision activities with the finalist vendor(s). The City will make the final decision. Estimated Timeline: 3-4 weeks 7.1 Decision Analysis Ideally, the City will have identified two finalist vendors to perform due diligence and make the final decision. SoftResources will continue to manage vendor communications and provide guidance through the final decision as follows:

a. Final Decision Support. Provide tools and templates, assist through the review of data collected throughout the vendor evaluation process, and advise the City through the final decision process. The City will make the final decision.

b. Vendor Management. Continue to manage vendor communications and questions and do follow up work and act as a liaison.

c. Due Diligence Demos. If the City determines to conduct Due Diligence Demos with the two finalist vendors, SoftResources will advise the City through the process. Due Diligence Demos may be


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conducted to gather details around key areas of functionality that may have been difficult to fully evaluate during the initial on-site demos and are typically handled through a web-demo process.

d. Vendor Reference Checks. Advise the City through the Vendor Reference Check process, and provide our Reference Check template that includes directions and pertinent questions to structure and maximize the reference checks. Vendor reference checks are important as they offer insights about the vendors and how other organizations are using the considered software to improve business processes. SoftResources' direct participation with the user visits (either by teleconference or on location) is not included in the scope of this project, but can be added later.

e. Final Decision Meeting. Prepare for and participate with the City in the final decision meeting via teleconference. We will discuss information gathered and facilitate discussion of the pros and cons of the finalist vendors so the City can make an informed software decision. The City will make the final decision.

Deliverables: Final Decision Tools and Templates

Reference Check Templates Phase 8 – Contract Negotiation SoftResources has negotiated hundreds of software contracts; we know the discounts and the terms and conditions that should be included in the contract to protect the City’s interests. Our philosophy is to negotiate a contract that is win-win for both parties in order to develop a strong working relationship moving forward. SoftResources is not a law firm and the contract will need final review by the City’s legal counsel. However, we frequently work with our client’s legal counsel and offer valuable insight into software specific contracts throughout the negotiations. Estimated Timeline: 3-4 weeks from final decision approval 8.1 Contract Review and Negotiations SoftResources will act in an advisory role to assist the City through the contract negotiation process. Depending on the type of software selected, the City may have three contracts to negotiate 1) Software License, 2) Software Maintenance, and 3) Implementation Services. If a hosted or Cloud vendor is selected, a Service Level Agreement (SLA) will be negotiated. SoftResources can perform any or all of the following tasks (to be scoped with the City based on their need):

a. Negotiation Strategy Discussion. Prepare the City for the software contract negotiation process by leading a conference call with the City and its legal counsel to strategize the negotiation process for the software license, maintenance, and implementation services contracts or SLA.

b. Written Software Contract Review and Discussion. SoftResources will review the final selected vendor’s software license, maintenance and implementation services contracts (or SLA) and SoftResources will develop and manage a Software Contract Review Document in table format of key clauses that need to be negotiated, removed, changed and/or inserted into the contract. We will then hold a teleconference call with the City to discuss points of concern and opportunities such as pricing issues and contract clauses and protections that should be negotiated in the contract to protect the City once the contracts are signed. SoftResources is not engaged to conduct direct negotiations with the vendor; however we can participate if requested for additional fees.



c. Statement of Work (SOW) Review. Assist the City with negotiating the vendor’s SOW prior to signing the software contract. SoftResources will review the SOW and deliverables proposed by the software vendor and provide verbal and/or written recommendations.

d. Assist City with Direct Negotiations. Work with the City and its legal counsel with negotiating a fair and equitable contract with the finalist vendor. SoftResources’ assistance with contract negotiations is invaluable because of the insight we bring based on our experience of years of negotiating software contracts.

Deliverables: Written Software Contract Review Document

Written SOW Recommendations



Schedule SoftResources has provided the following proposed schedule for completing the services outlined in Section 5. The estimated timeline is dependent upon the City’s ability to make decisions, turnaround deliverables in a timely manner, and to obtain council approval where required. Please note that some tasks within different phases are performed concurrently and so there is an overlap.

Phases Milestones and Deliverables Estimated Schedule by Week

1 – Project Initiation Project Plan and Schedule

Project Status Updates

2-3 weeks + Project Management

2 – Asset Management Presentation

Asset Management PPT Presentation

On-site Presentations (1-day timeframe)

1-2 weeks

3 – Requirements Analysis and Needs Assessment

Workshop Schedule

Workshop Memo

On-site Workshops (3 days)

Key Functional and Technical Requirements Document

CMMS/EAMS Needs Assessment Report

4-6 weeks

4 – RFP Process RFP for CMMS/EAMS Software

Vendor Long List

RFP Management

3-4 weeks + 4 weeks for RFP Solicitation

5 – Vendor Analysis Detailed Vendor Analysis

Short List Vendor Comparison Chart

Pricing Analysis

Present Short List

4-6 weeks

6 – Software Demos Custom Demo Script

Demo Letter

Demo Facilitation and Feedback

Demo Wrap Up Analysis

4-6 weeks (allows for 2-4 weeks for vendors to prepare and schedule resources)

7 – Decision Due Diligence Demos

Reference Check Templates

Final Decision Tools and Templates

3-4 weeks

8 – Contract Negotiation Written Software Contract Review Document

Written SOW Recommendations

3-4 weeks

Total Estimated Time Effort 24-34 weeks

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RFP Response - Santa Rosa - Granicus

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